Thursday, October 6, 2016

Just like designing a better user experience (UX) has been and continues to be a major focus of digital efforts, customer journeys and customer journey mapping are gaining attention as the next investment to attract and retain customers in a hyper competitive world. In a world where the customer is in charge, customer journey mapping will be a key weapon in designing an attractive interaction with your organization. Journey mapping is not a "one and done" effort as mining actual customer experiences will also be mapped for audit purposes. Also journey mapping can be applied to employees and partners. Read more by clicking on this link

Monday, October 3, 2016

There are any number of ways to sell digitally based process (BPM) efforts to management, but I
have found that linking BPM to something management has on its’ plate as a
challenge is the best way. Search for the best benefit stream.

If it’s a better user experience, show that BPM can
help by surrounding old transactions. If it’s better revenue opportunities by
attracting and new prospects, leverage BPM to show customer journeys that would
attract. If it’s operational improvement, use BPM dashboards and process
intelligence to show opportunities for improvement .If it is governance monitoring
and enforcement, show management how BPM can be leveraged to watch and guide
the right behavior. After the first success, incrementally use it in a larger
context or for a more complex problem. I have seen this approach work where
there is little executive vision and support to win to live another day until
an executive gets how BPM is beneficial and reliable for fast changing
conditions.

If you are lucky enough to have a high level visionary, then
ask that visionary for a chance to educate the rest of the folks and start with
a meatier and larger scoped effort. Back this visionary with education, usually
from an outside source, and great results. If the rest of the executive team
rejects the idea, then make the visionary a hero with a set of projects that
has significant impact. This works as well, but the risk level is higher. A
digital transformation program is an ideal umbrella cover for BPM.

Net; Net:

There are many ways of winning management, despite swimming
upstream with political debris floating your way. If you can find a visionary,
leverage that situation otherwise, win each little battle until it delivers an
overall victory. Keep in mind that there are many process and case types and
apply the right process style to the right problem. BPM supports easy to use
and change delivery that can be leveraged quickly to show the change resistant
that BPM works. Sand-boxing and incremental delivery seems to help either a
bottom up or a top down BPM effort. I have personally used both in each kind of
BPM program with good success.